Incident Management Leader

il y a 3 semaines

Luxembourg NSI Luxembourg Temps plein

**Incident Management Leader - FR/EN**:
We are looking for an **Incident Management Leader speaking French and English**.

**Your main responsibilities**:

- Ensure that all activities within the process (Tickets, Reports, Meetings) are being performed at a high level of quality and that it meets its associated Service Level Agreements and/or Operational Level Agreements
- Responsible for proper assignment of incident towards groups
- Responsible for communicating with the Service Manager. Directly works with Tier 1 Support to ensure proper recording of incidents
- Determines if an incident needs to be escalated according to priority and severity of the issue.
- Monitor the Incidents and manage workload in the respective queues to ensure that Service Level Agreement and Operational Level Agreement are respected
- Identify Incidents for review and Problem Opening
- Participate in Incident review following major Incidents
- Identify potential problems and/or increasing trend of repetitive Incidents
- Create Knowledge with repeatable procedures with a goal of reducing the number of Incidents
- Propose and deploy automation solutions to reduce manual labour on basic Requests
- Support executive level conferences and events as well as occasional offsite events (i.e. board meetings, earnings calls, leadership meetings, etc.)
- Represent the first stage of escalation for Incidents
- Escalate all process issues to the Service Manager
- Works in conjunction with Continual Service Improvement (CSI)
- Working on desk side services with specific focus on executive VIP levels and their assistants

**Your profile**:

- You have at least 7 years of experience in a similar position
- Fluent in French and English
- You hold at least one relevant industry certification to include Microsoft, Network, Security
- You are ITIL certified
- Supporting Microsoft Desktop/Laptops, Apple technologies, Devices and network connectivity
- Managing Microsoft Outlook/Exchange, including advanced troubleshooting, advanced knowledge of iOS devices and MDM solutions
- Working with McAfee (Full Disk Encryption, Antivirus) and SCCM for endpoint management and software delivery
- You have acquaintance with standard ticketing tool (ServiceNow, SDPlus)
- You are recognized for your ability to multi-task, manage time and comply with assignments entrusted

**The offer**:

- Excellent internal training and career development
- An entrepreneurial working environment giving priority to collaborative work
- A hybrid working environment offering flexibility and the possibility to work from home
- A challenging role within a renowned organization
- A multicultural environment where we promote diversity, talent & ideas
- The ability to work and interact with a wide variety of specialists

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